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Complaint Details
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Initial Complaint
07/26/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On April 3rd, 2024 I purchased a roll up garage door from Hamburg Overhead Door. Due to the door being installed in a heated section I decided to get the additional insulated option. I was in contact with Ryan G***** the General Manager of Hamburg Overhead Door and was provided with a brochure from the manufacturer of the door. The brochure clearly states the insulated option includes Top and Side draft stops. The insulated option was an additional $850. The door was installed on May 24th, 2024 by 2 of their technicians. I asked why the seals were not installed with the door and was told they were not included with the door. I immediately tried contacting Ryan G***** (phone call) with no response. I heard back (via email) finally on June 28th where he told me he “confirmed with the factory that what I ordered was what was provided.” I responded with a picture of the gap at the top of the door along with a screen shot of the brochure highlight where it clearly states “top and side drafts are included with this option.” Ryan responded (via email) after numerous calls to his phone and office that if I want the seals he is going to charge me material and freight for these seals but no labor. I responded immediately (via email) that I was not going to pay for something that was supposed to be included with the original purchase price. It has been a terrible experience with Ryan G***** from Hamburg Overhead Door. I expect a much higher level of professionalism and customer service. Hopefully Ryan will make this right and install the seals but at this point it is highly unlikely.
Business response
08/12/2024
We provided the materials that the customer was asking for at no charge the week of 8/5/2024. Thank you
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.